Internship Report

On

A Study on Quality Management at Supportive Departments- Central Sterile Supply Department(CSSD), Laundry, and Housekeeping in NRI General Hospital, Chinakakani, Guntur.

NRI General Hospital

NH- 5 High Way, Chinakakani, Guntur

By B. Kiran Kumar Regd No: 11251005

K L University Business School

Green Fields, Vaddeswaram - 522 502 Guntur District, Andhra Pradesh
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Declaration

I hereby declare that the project work entitled A Study on Quality Management at Supportive Departments- Central Sterile Supply Department(CSSD), Laundry, and Housekeeping in NRI General Hospital, Chinakakani, Guntur submitted to the KL University , is a record of an original work done by me under the guidance of Mr. S. Subba Rayudu garu, MRO, NRI General Hospital, and my Faculty member Mr. S. Ramesh Babu, Asst Professor, KL University, and this project work has not performed the basis for the award of any degree any similar project if any.

B. Kiran Kumar Regd: 11251005

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ACKNOWLEDGEMENT I, the investigator of this study owe a deep sense of gratitude to all those who have contributed for the successful completion of this endeavor. It is my privilege and honor to extend my respect, regards and gratitude to Mr.M.Bhaskar Rao, the Director of KL University Business School, Guntur and Mr. Uday Kumar, the Head of the Department , KL University Business School, Guntur, for their valuable suggestion, constructive advice and loving support throughout the study. I extend my sincere gratitude to Mr. S. Ramesh Babu, the Assistant Professor, KL University Business School, for his constant guidance, encouragement and valuable advice throughout the study. My Sincere expression of gratitude and respect Mr. S. Subba Rayudu Garu, Medical Department Officer, NRI General Hospital for his guidance in sharing knowledge regarding . I am ever grateful to his generosity in spending his precious time whenever I approached. I would like to extend my heartfelt thanks to Mr. Buchi Babu Garu, Medical Superidendent NRI General Hospitals, Guntur helped in providing opportunity to do my internship and gain knowledge in Health care sector. I owe a debt of gratitude to all those who gave their co-operations in this study and without whom this study would not have been possible. And I owe a debt of gratitude to all the staff members of NRI Hospitals, helped in guiding me during this internship program. Above everything, I am deeply indebted to my parents, brothers, family members and friends who made this endeavor possible through this constant help and never ending concern.

Date: Place: Guntur

Signature of the Candidate B. Kiran Kumar

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INDEX S. NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. Particulars Acknowledgement List of Tables List of Illustrations Summary 1. Health Care Management Overview 2. Health Care System in India 3. Industry Statistics 4. Health care Market 5. Structure of Indian Healthcare industry 6. 3 CET Report 6.1 Company Profile 6.2 Customers 6.3 Competitors 6.4 Environmental Factors 6.5 Technology Page No I II III IV 1 3 4 5 5 9 9 11 12 14 17 18 18 19 19 20 20 21 21 22 23 24 24

7. SWOT Analysis 7.1 Strength 7.2 Weakness 7.3 Opportunity 7.4 Threats

8. Observation in NRI General Hospital 9. Details of NRI General Hospital 10. List of Supportive Services 11. Organization flow chart 12. SIP Proposal 13. Quality 13.1 Introduction

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28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56.

13.2 Dimensions of Quality 13.3 Points of Quality Assurance

25 29 29 29 30 30 31 34 34 35 35 36 37 43 49 51 51 52 53 54 55 59 61 64 64 65 67 70 71

14. Infection Control in Hospital 14.1 Objective 14.2 Hospital Hygiene and Infection Control 14.3 Sources of Infection 14.4 Routes of transmission of Infection

15. Central Sterile Supply Department 15.1 Introduction 15.2 Aim 15.3 Objective 15.4 Planning of CSSD 15.5 Layout 15.6 Duties and Responsibilities 15.7 Quality indicators in CSSD

16. Housekeeping Department 16.1 Introduction 16.2 Infection Prevention guidelines 16.3 Selection of Cleaning Product 16.4 Cleaning Methods 16.5 Scheduling for Areas 16.6 Duties and Responsibilities 16.7 Quality indicators in Housekeeping

17. Bio- Waste Management 17.1 Definition 17.2 Objectives 17.3 Bio waste Standards 17.4 Hospital Waste Reduction Checklist 17.5 Collection of Waste
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57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68. 69. 70. 71. 72. 73. 74. 75. 76. 77. 78. 79. 80. 81. 82. 83. 84. 85. 86.

17.6 Transportation of Waste 17.7 Quality in Bio- waste Department

72 73 74 74 74 75 76 77 78 79 83 84 87 88 89 89 90 91 95

18. Laundry 18.1 Introduction 18.2 Functions 18.3 Duties and responsibilities 18.4 Facilities and space Requirements 18.5 List of registers to be maintained 18.6 Selection of Equipment 18.7 Human Resource requirement in Laundry 18.8 Color coding for Laundry Bags 18.9 Transportation Lenin 18.10 Work Schedules in Laundry 18.11 Quality indicators in Laundry

19. Findings 20. Recommendations 21. Conclusion 22. Glossary 23. Bibliography

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List of Tables andCharts S. NO 1 2 3 4 5 6 7 8 9 10 Table Particular Pg. No

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List of Figures: S.No 1 2 3 4 5 6 7 8 9 10 11 12 13 Fig.No 7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9 7.10 7.11 7.12 7.13 Figures Out-Patient Gender chart Out-Patient Age Group chart Out-Patient Education qualification chart Out-Patient Occupation chart Out-Patient Mode of payment chart Out-Patient Medical insurance chart Out-Patient Income level chart Out-Patient awareness of the hospital chart Out-Patient satisfaction level on Doctors behavior Out-Patient satisfaction level on Nurses behavior Out-Patient satisfaction level on Pharmacy Out-Patient satisfaction level on Hospital facilities Out-Patient administration 14 15 16 17 18 19 20 21 22 23 24 25 26 27 7.14 7.15 7.16 7.17 7.18 7.19 7.20 7.21 7.22 7.23 7.24 7.25 10.1 10.2 In-Patient Gender chart In-Patient Age Group chart In-Patient Education qualification chart In-Patient Occupation chart In-Patient income level chart In-Patient awareness about the hospital chart In-Patient mode of admission chart In-Patient mode of payment chart In-Patient satisfaction level on Doctors behavior In-Patient satisfaction level on Nurses behavior In-Patient satisfaction level on Hospital facilities In-Patient satisfaction level on Hospital administration General flow chart Inpatient flow chart
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Page No 27 28 29 30 31 32 33 34 35 36 38 40 42

satisfaction

level

on

Hospital

44 45 46 47 48 49 50 51 52 54 56 58 63 64

List of Abbreviations OPD = IPD PHC = = Out-Patient Department In-Patient Department Primary Health Care Center Community Health Care Center Intensive Care Unit Intensive Critical Care Unit

CHC = ICU =

ICCU =

NICU = AICU = SICU = CTICU ECG = R&D = FDI =

Neuro Intensive Care Unit Adult Intensive Care Unit Surgical Intensive Care Unit = Cardio-Thoracic Intensive Care Unit

Electrocardiogram Research & Development Foreign Direct Investment Memorandum of Understanding Third Party Administrator

MoU = TPA =

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SUMMARY

Background and Objectives: The quality of technical care consists in the application of medical science and technology in a way that maximizes its benefits to health without correspondingly increasing its risks. The degree of quality is, therefore, the extent to which the care provided is expected to achieve the most favorable balance of risks and benefits.

This is done by sterilizing only objects that are clean (free of visible dirt) and applying the principles of good manufacturing practice. Sterilization can be achieved by both physical and chemical means. Physical methods are based on the action of heat (autoclaving, dry thermal or wet thermal sterilization), on irradiation (girradiation), or on mechanical separation. Chemical means include gas sterilization with ethylene oxide or other gases, and immersion in a disinfectant solution with sterilizing properties.

Housekeeping as stated above is to be achieved, it is important that housekeeping staff be trained to perform their assigned tasks and are supervised on a regular basis. As part of their training, it is important that housekeeping staff. Understand the risk of exposure to contaminated items and surfaces when performing environmental cleaning procedures; and follow recommended policies and guidelines, including the use of appropriate personal protective equipment Laundry service is responsible for providing an adequate, clean and constant supply of linen to all users. The basic tasks include: sorting, washing, extracting, drying, ironing, folding, mending and delivery. A reliable laundry service is of utmost importance to the hospital. In todays medical care facilities, patients expect linen to be changed daily. By this study I would provide glance to find the quality in three departments such as Central Sterile Supply Department, Housekeeping, and Laundry.

Methods: The present study was conducted in the department of Central Sterile Supply Department, Housekeeping and Laundry of NRI General hospitals. The method employed in this study was direct observation. The data was gathered from the technique through direct interaction. The data were gathered directly from the respondents with the help of standards provided by the hospital. The collected data were codified, tabulated such as percentage is used in analyzing the data.

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